The Role

The D2C Customer Experience is responsible for defining and elevating the end‑to‑end Direct‑to‑Consumer (D2C) experience across digital, physical, and assisted channels for Mexico and LATAM. This role drives the execution of the D2C roadmap while championing customer‑centric transformation, design thinking, and best‑in‑class omnichannel experiences aligned with corporate data privacy principles.

Acting as the strategic voice of the customer, this position ensures alignment between business objectives and customer needs to accelerate growth, reduce friction, and differentiate the brand.

What You’ll Do

D2C Experience Strategy
- Execute the long‑term D2C customer journey vision across all touchpoints, leveraging Voice of Customer (VOC).
- Lead the full lifecycle experience: discovery, compatibility tools, purchase, checkout, order tracking, installation, warranties, and post‑sale.
- Define experience principles, frameworks, and design standards.

Roadmap Ownership
- Define and execute CX initiatives, enhancements,



and capabilities based on customer and business priorities.
- Partner with Product, IT, UX, and business teams to ensure alignment with customer experience standards.
- Provide clear direction on what and why for experience requirements.

Customer Engagement, Conversion & Innovation
- Design initiatives to improve acquisition, engagement, loyalty, and conversion.
- Lead ideation of new digital solutions and omnichannel capabilities.
- Identify emerging trends, technologies, and opportunities for new revenue streams.

Insights, VOC & Performance Improvement
- Analyze VOC metrics (NPS, CSAT, CES) and behavioral data to guide decisions.
- Define KPIs and monitor journey performance to identify improvement opportunities.
- Translate insights into strategic recommendations and executive reporting.

Activation, Adoption & Change Management
- Drive internal enablement strategies: training, communication, and CX guidelines.
- Track adoption using qualita

📌 C Customer Experience (San Pedro Garza García)
🏢 Clarios
📍 San Pedro Garza García